Request type change - Reporting
Dear all, On a daily biases in end-user support when a ticket is opened based on the first information the wrong request type was chosen (e.g. hardware instead of software). I was the opinion if I...
View ArticleDifferent email ID for different WHD request type
I need some help in identifying following configuration and possible. We know that WHD can accommodate multiple email ID for receiving mail for different request types one for each by default....
View ArticleWHD ADFS Issue
So I have a fresh install of WHD 12.3 that seems to be working well.We wanted to setup single sign ons so I configured a new windows 2012 server. I added the ADFS role, a certificate, exported the...
View ArticleCreating a new Request Type
How to make Attachments field mandatory (other mandatory fields have red asterisk forcing users to populate the field) in a new Request Type that collects data?
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Call for WHD 12.4 Beta 1 testers (is security and FIPS your thing?)
We've just came to the Beta 1 phase of version 12.4 and we are looking for feedback! If you are interested to participate in WHD 12.4 Beta 1, please sign up here This Beta is focused heavily on...
View ArticleTechnician can't access client side
I have a tech that can't access his client side. When he does it says that his account has been deleted, but when I go to the client list, he's listed in there. Next to his tech account under client,...
View ArticleWindows version vs. virtual appliance
I went to download the latest release of WebHelpDesk, 12.4 for Windows 64 bit, and noticed there was a virtual appliance version. We currently run WebHelpDesk under a virtualized Windows Server 2012 R2...
View ArticleSend an email alert to multiple emails when a ticket remains unassigned for 1...
I would like to send an alert to a few specific email addresses whenever a new ticket remains unassigned for more than one hour, but I can't seem to figure out how to do that. I created an action rule,...
View ArticleDiscovery Lockouts
Help!!! I have been dealing with this for a week now. I have my discovery scans set up by subnet. Everything works great except for one subnet. Doesn't matter if I do the range x.x.x.1 to x.x.x.255...
View ArticleWill my Inbox merge to WebHelpDesk portal
I have a mailbox we use for support. We are going to use this in WebHelpDesk, My question is, will all the email currently in the INBOX merge into the WebHelpDesk portal? Thank you!
View ArticleRun a report for used time blocks
Is there a way you can run a report on the block hours assigned to a location?I have added a time block of 50 on the 13\1\16 hours to a location and in the location section it says there is 2 hours...
View Articlecc'd users are creating new tickets
Example: email sent looks like this to: support@support.com (this is our support email address for WHD) cc: client1@support.com; client2@gmail.com; client3@msn.com Requester receives response by WHD...
View ArticleWHD - Change status when ticket Escalated or De-Escalated
We are trying to use status of "Working" when a tech has acknowledged and actively working on a ticket. As a result when a ticket is escalated or de-escalated the tech has to remember to set the...
View ArticleCustom Logo/Header in Technician View
Hey Guys, I see in documentation how to change the client/login portal view to include company logo and custom CSS, I was wondering if this feature is available for modifying the technician view as...
View ArticleWHD and Netwrix ALE integration
I'm looking to set up an auto ticket from Netwrix Account Lockout Examiner to WHD in real time for when Windows user accounts are locked out. Currently I have the freeware program send real time emails...
View ArticleWindows version vs. virtual appliance
I went to download the latest release of WebHelpDesk, 12.4 for Windows 64 bit, and noticed there was a virtual appliance version. We currently run WebHelpDesk under a virtualized Windows Server 2012 R2...
View ArticleBad codification when downloading TSV file. Now SQL SELECT.
Good morning! I am trying to export the TSV file of all tickets in order to read them into another application. But no matter how I try to import it via programming languages, it gives me back...
View ArticleRoom Booking
Is it possible to use the asset feature in webhelpdesk to create a room booking system?Would also be handy if clients can view calendars to see when rooms are available.
View ArticleForm/Checklist in tickets
We are looking for a way to create an order form that a client can fill out and submit as a ticket. The form consists of a list of about 100 items which clients can request by entering the quantity...
View ArticleLDAP sync is not complete I have way more that 262 items in my AD ???Where...
Hello All, I am configuring WHD for the 1st time with some help and currently on hold with Solarwinds Technical support . I configured and have connection to AD I sync'd with Solarwinds to import...
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